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this post was submitted on 08 Dec 2024
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Melbourne
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FFS. FUCK EVERY SINGLE BANK IN THIS COUNTRY
I got a banner popup (in the app) that my term deposit account has some unspecified problem and I need to call them. So I call them. Then they say "thanks for calling. One of our online support agents will be assisting with your enquiry today. Please see your app or web banking for more info. Thanks for calling!" And hung up! You arseholes. Why would you do that? Why can't I just talk to a fucking human you stupid piece of arsehole robot thing
I'm having deja vu to when those unauthorised transactions happened a few months ago and after sitting on hold for 2 hours they told me I had to do it through the app
What's the fuckong point of having a phone number if its only purpose is to hang up on people you scumbags. I guess bank of Melbourne is now on my shitlist, right along with CommBank
Ok, apparently I had to go through the app and click a bunch of buttons to find a number that works. For some reason it seems the number they publicly list and the app demanded I call is the number to open an account or like a HQ number or something
This other number was better. 15 second hold, 1 transfer, another 13 second hold, problem solved in about 30 extra seconds. Apparently when I signed up they only needed me to verify 1 form of ID but for a term deposit they require 2? I don't know. I'm not sure why the app couldn't have told me that instead of just saying "there's an issue with your account. To resolve call us or go into a branch". Would've been a lot better if it just said "We require you to verify your identity again. Please go to the service tab to verify"
I maintain that's poor user experience and they should do better, but both of the customer service people I got were efficient and very polite. Maybe BoM can go off my shitlist again. Hanging up on somebody is very disrespectful though, and their robot should be publicly shamed
E: actually, when the first lady transfered me, it seems to have sent all of my details to the other guy. I think that's good design. It always pisses me off when you get one line, go through everything they ask, then they transfer you and you have to go through everything again